• It's 9 a.m. on Monday morning.
    Twenty staff members have called in sick.

    There are hundreds of e-mails that need attention. And calls are coming in as the result of last week's promotional campaign. You feel like no one else has to deal with anything like this... or do they?
  • You're not alone! People all over the world are dealing with the same issue. But how do you connect with them?

    Join Now
  • Certified Workforce Planning Professional

    Become a Certified Workforce Planning Professional (CWPP)!

    There are hundreds of e-mails that need attention. And calls are coming in as a result of last week's promotional campaign. You feel like no one else has to deal with anything like this...or do they?
    Click Here
  • SWPP Annual Conference

    Plan to attend the only conference dedicated specifically to contact center workforce management held each year in Nashville, TN.
    Learn More
    SWPP Annual Conference
  • Workforce Management Professional of the Year

    SWPP is pleased to sponsor the Workforce Management Professional of the Year award which recognizes a workforce managment profesional who has shown outstanding leadership in the industry.
The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.
Learn More

Tip of the Week

Standalone vs. Bundled WFM: Are You Prioritizing Convenience over Performance?
March 10, 2025

As businesses evolve and seek streamlined technology stacks, an integrated workforce platform has become essential for many organizations. This often includes platforms that bundle WFM, CCaaS, and CX tools together. Having WEM functionality bundled with other contact center tools can seem appealing at first glance. But what if bundled solutions fall short in functionality and offerings? Particularly for organizations that have complex, specialized needs or those planning to expand WFM efforts outside the front office contact center space. An important question has to be considered: Is your organization sacrificing performance for convenience? The Promise of Ease and Convenience An all-in-one...

Read More

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Upcoming Events                                                                                                       

SWPP Sponsor Web Seminar
Best Practices to Empower and Retain Your Employees: The Future of Self-Managed Scheduling
April 8, 2025
12:00 pm - 1:00 pm

Date:  Tuesday, April 8 Time:  11:00 am CT Best Practices to Empower and Retain Your Employees: The Future of Self-Managed Scheduling As flexible work becomes the priority for employees in 2025, contact centers are facing mounting pressure to modernize their scheduling practices to meet the evolving expectations of today’s workforce. In this webinar, we will explore how embracing flexibility in scheduling can significantly enhance agent engagement, reduce turnover, and improve operational efficiency. Join Donna Fluss, Founder and President of DMG...

View Event
SWPP Sponsor Web Seminar
Is Your Contact Center Ready for Gen Z—or Are You Stuck in the Past?
March 26, 2025
12:00 pm - 1:00 pm

Is Your Contact Center Ready for Gen Z—or Are You Stuck in the Past? Explore how Gen Z and millennial workers’ expectations around flexibility, technology, and career growth are reshaping employee experience strategies in contact centers.  You’ve heard the buzzwords: flexibility, purpose, growth, technology. But for the next generation of workers, these aren’t perks—they’re expectations. Gen Z and millennials now dominate the workforce, and they’re demanding workplaces that prioritize autonomy, inclusivity, and innovation.    For contact centers, this shift means rethinking everything...

View Event
Fundamentals of WFM Web Seminar – Staffing Tradeoffs
Achieving a Balance of Service, Occupancy, and Cost
May 21, 2025
2:00 pm - 3:30 pm

Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost — After determining base staff requirements, it is critical to review all the tradeoffs that impact contact center stakeholders. Learn about how callers are impacted by staffing decisions that drive speed of answer and quality of service. Review how staffing levels impact frontline staff in terms of productivity or occupancy. Finally, see how staffing levels and telecommunications factors affect revenues and costs. Hear about how one person can make an...

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VIew All Events

2025 Annual Conference

April 22 - 24 - Nashville, TN

Don’t miss the SWPP Annual Conference! This event is designed specifically for workforce management professionals in the contact center, and includes tons of breakout sessions, networking, and fun! Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. As an attendee at the SWPP Annual Conference, you will:
  • Learn about industry trends and hot topics from the experts.
  • Improve your workforce management skills.
  • Make important contacts and network with your peers.
  • See the latest technology available to you.
  • Have a great time!
You don’t want to miss this exciting event, so make your plans to attend now.

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